Description
The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.
The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.
Requirements
Key Skills:
- Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
- Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing)
- Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
- Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong team working and team leadership skill
- Project work at mid-level
Qualifications:
- AWS Cloud Practitioner
- CCNA
- CompTIA Security+
- ITIL Foundation
- MS Certified: Azure Fundamentals or Administrator
